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BSB40315

BSB40315 Certificate IV in Customer Engagement

Is your workforce ready to take their career in customer service to the next step?

The Certificate IV in Customer Engagement will equip your employees with the skills to handle complex customer requests and complaints, competently coach staff and complete related administrative tasks.


Who will benefit?
This qualification is beneficial for individuals who are responsible for successful customer engagement outcomes. Team leaders, managers or those aspiring to a customer-service related leadership role will gain value from this qualification.

What is the value of upskilling your team?

Source: Training Industry

69%

of employees undertaking training and development will likely stay for at least 3 years

5%

increase in employee engagement is linked to a 3% increase in revenue

Course details

LocationPerth
Duration24 months
IntakesStart anytime
DeliveryWorkplace, blended learning
Course FeeFee if funded (new worker): $1,669
Fee if funded (existing worker): $2,980
Fee for service: $4,500
Entry Requirements
  • Trainees must be working in a management/leadership role
  • Have staff directly reporting to them and manage their work
  • Be able to dedicate workplace practice/ implementation hours as stipulated under amount of training
Units of Competency

UNIT CODE                                                    UNIT NAME

BSBCUS401

Coordinate implementation of customer service strategies

BSBLED401

Develop teams and individuals

BSBWHS401

Implement and monitor WHS policies, procedures and programs to meet legislative requirements

BSBLDR402

Lead effective workplace relationships

BSBMGT402

Implement operational plan

BSBCUS402

Address customer needs

BSBMGT401

Show leadership in the workplace

BSBWOR404

Develop work priorities

BSBINN301

Promote innovation in a team environment

BSBMGT403

Implement continuous improvement

BSBLDR403

Lead team effectiveness

BSBWOR403

Manage stress in the workplace

BSBCUS403

Implement customer service standards

Fees

The tuition fees are indicative only and are subject to change given individual circumstances at enrolment. Additional fees may apply such as student service and resource fees. Please note that these prices are for 2017 only. Government fees increase at the start of each year.

Assessment Methods

Assessments are contextualised to your workplace and require completion of case studies, projects and underpinning knowledge questioning.

Qualification Pathways

After completing the Certificate IV in Customer Engagement, trainees may decide to further their training with a BSB51915 Diploma of Leadership and Management.

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